Technical Support Executive at Taguig city
Job Description
Key Skills
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Job Highlights
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HMO on Day 1 plus 3 free dependents.
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Paid Leaves
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Other bonuses
Job Description
Service Desk L2 Qualifications:
- Candidate must possess at least a Bachelor's/College Degree, Computer Science/Information Technology or equivalent.
- At least 4 year(s) of working experience in the related field is required for this position.
- Excellent communication skills.
- Experience in supporting MDM / AirWatch environment will be a plus
- Critical Incident Management experience
- Experience in handling VIP customers
- Handle Calls/Incidents escalated by L1 team.
- Experience in handling software installation cases via remote assistance.
- Cooperating with both internal groups (Problem Management, second-line) and external support teams in order to redirect incidents properly
- Ensures Incidents and Service Requests are properly escalated and assigned to appropriate support groups.
- Perform hierarchical escalation to Service Desk Management and Incident Management
- Provide communication to end users concerning the status of Incidents, Service Requests, and Changes.
Service Desk L2 Responsibilities
- Handle Calls/Incidents escalated by L1 team.
- Provide trainings for new products or upgrades.
- Create / modify and manage KB articles for new and existing products and / or coordinate with concerned L2 or application teams to get the KBs updated.
- Analyze trend reports to identify causes for increase / decrease in incidents for specific products or overall volume if such spikes are not related to outages.
- Coordinate to application / L2 teams and problem management groups to report / follow-up on previously reported or newly identified issues with no know solutions.
- · Report, analyze and correct either individually or by means of feedback, on accuracy of CI, KBs quality of documentation in incidents resolved or escalated by L1 ESD groups.
- · Receive calls, emails and web-tickets for end users and other Agency, Service Desks / Help Desks, and create Incident tickets or Service Request tickets, logging all pertinent Information.
- · Tracking and classifying incoming incidents or service requests, attempting initially solutions.
- · Provides initial assessment of categorization and prioritization for reported Incidents and Service Requests and provides initial support, targeting a higher level of first contact resolution.
- · Ensures Incidents and Service Requests are properly escalated and assigned to appropriate support groups.
- · Perform hierarchical escalation to Service Desk Management and Incident Management
- · Provide communication to end users concerning the status of Incidents, Service Requests, and Changes.
- · Compiles data through Incident entry that will be used for management information and reporting.
- · Maintains ownership of Incidents, ensuring status update and resolution according to SLAs.
- · Provide input to Service Desk Management regarding Continuous Improvement opportunities.
- · Cooperating with both internal groups (Problem Management, second-line) and external support teams in order to redirect incidents properly
- · Independently resolve tickets within SLA Adheres to standard operating procedures / work instructions
- · Follow the escalation process
- · Follow the shift hand-over process
- · Update worklogs Categorizes as per CTI as appropriate
- · Update the knowledge base
- · Coaching freshers to be independent
- · Coaching analysts for correct routing of tickets, capturing critical information
- · Technically upgrade across versions of environment when required
- · Adhere to organization policies and procedures
- · Complies to regulatory requirements
- · Ticket Monitoring
Benefits:
- HMO on Day 1 plus 3 free dependents.
- Paid Leaves
- Other bonuses.
.
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Role
Customer Service Executive -Technical
Timings
US-Type Shift (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Voice
Functional Area
ITES / BPO / Customer Service
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
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